7 Key Elements for Operation Quality Improvement presented by Tin Chung Shea - Huawei Technologies Co., Ltd. Tin Chung Shea describes the 7 key elements of improving operation quality: management commitment, process, tools, competence, document and knowledge management, continuous improvement and cyber security. which improve quality.

1. 7 Key Elements for
Operation Quality
Improvement
TC Shea
Quality & Security Management Director,
Global Managed Services

2. 2
Content
• Quality Challenges
• The 7 Key Elements
• The Results

3. 3
Quality Challenges (1/3)
Increasing Customer Expectations,
Advancing Technologies

4. 4
Quality Challenges (2/3)
Product Quality vs. Service Quality
VS
1
Production
Quality
Control1 2 3 2 3
Quality
Control 1 1 1Improvement Production 1 1 1
Service Delivery 1 2 3
Manufacturing
environment
Service
environment Service delivery is a
continuous process, it
cannot be stopped.

5. 5
Quality Challenges (3/3)
Increasing Cyber Security Awareness in Europe
X
Sensitive information
& Personal information
Personal
information
Competitor’s
information
Block the
malicious
intrusion
s
X

6. 6
The 7 Key Elements
• Management commitment
• Process
• Tools
• Competence
• Document and knowledge
management
• Continuous improvement
• Cyber Security

7. 7
1: Management commitment
 Challenging quality targets
 Share customer’s vision and
share our practices
 Independent and dedicated
peers as quality facilitators
 Continuous management review
Leadership Openness
Engagement Dedication
Quality is not free, but it is worth to invest.

8. 8
2: Process (1/2) – MSUP Framework
ISO27001, Information Security
Management Standards By ISO
Telecom Industry QMS By QuEST
Forum
Capability Maturity Model
Integration, By SEI
Global service operation
standards By TM Forum
IT Service Management
Standards by ISO
IT Service Management
standards by ITSM Forum
MSUP
eTOM

9. 9
2: Process (2/2) – Customization
 MSUP Process Framework based
on renowned international standards
 Customize processes according to
specific business requirements
 Align tools with standards and
customized processes
MSUP
Framework
Customization
Tools
mapping
Process is the cause, Quality is the result.

10. 10
3: Tools (1/2) – Service Desk Management (SDM)
Backbone of
operations for
process
standardization
Effective and
fast business
transformation
Improved
operation due
to automation
and
centralization

11. 11
3: Tools (2/2) – Operation Intelligence (OI)
Measure
Benchmark
Analyze
Improve
• Monthly KPI Dashboard
• Weekly KPI Dashboard
• Daily KPI Dashboard
• Global Benchmarking
• Class Benchmarking
• Region Benchmarking
• Incident Management
• Change Management
• Performance Management
• Corrective/Preventive/Planned
Maintenance
• Site acceptance
• NOC Improvement cases
• FM Improvement cases
Big data to support quality improvement.

12. 12
4: Competence
 Strong resource pool
 Multivendor knowledge
 Learning environment and
Knowledge Management
 Competence qualification and
requalificationMultivendor
Capabilities
iLearning
Certification
&
Qualification
Competent environment leads to business excellence.
Real
Experts

13. 13
 Process Documentation
 Knowledge Sharing
ARIS
Flowchart
SOP
Abstract
Documents
iCase
Team
Space
PDMC
Sharing is caring.
 Technical Documentation
 Document Management System
5: Document & Knowledge Management

14. 14
Quality
Assurance
Qualitative
Quarterly
KCP
Half-Yearly
Internal Audit
Quantitative
Monthly KPI
Measurements
MAI
6: Continuous Improvement (1/5)

15. 15
6: Continuous Improvement (2/5) – KCP
Create
Trouble Ticket
Localize Fault
Correct &
Resolve
Trouble
Close Trouble
Report
Trouble
Example: Incident Management E2E process
KCP1
• Sufficient and appropriate information has been recorded
KCP2
• Service is restored before the ticket is closed
KCP3
• Problem Management process is triggered
Key Control Points
KCP1 KCP2 KCP3

16. 16
6: Continuous Improvement (3/5) – MAI
Analyze
Improve
Measure
Define Measure Analyze Improve Control
MAI is a reference
model of Six Sigma in
Huawei telecom
managed services.
MAI

17. 17
6: Continuous Improvement (4/5)
30 KCP
Check
Points
20 Departments
audited, twice/year 100+
Improvement
Initiatives per year
8 QCC
Teams
140 Process KPI’s
MAI

18. 18
• To establish and re-train a rule for filling
in the restoration time
Lack of awareness to TT
restoration time
Findings Description Root cause Improvement AP’s
Some tickets have been filled in with
the restoration time equal to closure
time.
0
1
2
3
4
5
6
Lack of awareness to TT
restoration Time
Lack of "track and manage" Spare parts not available Weather
Pareto Root Cause Analyze
Take actions!
6: Continuous Improvement – Showcase (5/5)

19. 19
7: Cyber Security
Network and
endpoint
separation
Network
protection with
firewall and IPS
Endpoint
protection with
SEP and TSM
Transaction
monitoring by
Citrix and DLP
Business
continuity
management
Compliance –
SIEM and
internal audits
Your operations are safe.

20. 20
The Results
93
97
98 98
90
91
92
93
94
95
96
97
98
99
Q1 Q2 Q3 Q4
IRR
Value Target
630
432
250
170
0
100
200
300
400
500
600
700
Q1 Q2 Q3 Q4
MTRS Non-Critical
95
97 97
98
94
94
95
95
96
96
97
97
98
98
99
Q1 Q2 Q3 Q4
OTD
Value Target
77
100 100 100
0
20
40
60
80
100
120
Q1 Q2 Q3 Q4
OFR
Value Target
93% -> 98%
630 -> 170
95% -> 98%
77% -> 100%

21. 21
Conclusions on the 7 Key Elements
Your operations are safe.
Take actions!
Sharing is caring.
Competent environment leads to business excellence.
Big data to support quality improvement.
Process is the cause, Quality is the result.
Quality is not free, but it is worth to invest in it.Management Commitment
Process
Tools
Competence
Document and knowledge
management
Continuous Improvement
Cyber Security

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